What is State Routing

Owned by Coreen Stalnaker
Last updated: Apr 01, 2024
2 min read

State Routing is where calls are only routed to specific agents that have the correct licensing

  • While Ingroups allow us to transfer calls to a group of agents, State Routing is a bit different. The DID receives the call and then establishes where the lead is meant to go. This is done by first determining if the lead exists in the Dialer. Once the lead is found or created the system will review 3 different data points. 

    • State

    • Zip Codes 

    • Area Code

  • The system will first look for a state on the lead, followed by a zip code. If both are blank, the system will default to area code.

  • When a State Route call comes in the system will attempt to route to an available agent with the appropriate state licensing. The purpose of State Routing is to ensure that the call is forwarded to an agent that has the appropriate licensing to sell in each state.

  • Just like with Ingroups, Agents will only receive calls if they are in both the Campaign that allows the Inbound Group and are members of the Inbound Group for the relevant state and route. If the User is trying to receive a call from a specific State Route (ex. SRI_FL) you will need to check if that ingroup is allowed for this Campaign. 

  • Return to TLDialer and select Campaigns. Click the Orange Edit Icon next to the Campaign in question and determine if the Ingroup in question is part of the Inbound Groups Allowed section of the General tab. If the specific Inbound Group is missing, then the user will not receive calls from this Campaign

  • Any changes made during this process will not show up for the User until they log out/in of TLD or a force refresh is completed.  A refresh is achieved by going to Users and selecting Manage All. Check the box next to the user and Mass Edit. From here, select the TLDialer tab and set Refresh Live Agent Ingroups to YES. This forces any currently logged in agents to reevaluate the campaign that they're logged into along with their assigned Ingroups and fix itself.

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